Nguyen Thi Oanh

OANH NGUYEN CAREER OBJECTIVE Secure a responsible career opportunity to fully utilize my experience and skills, while making a significant contribution to the success of the company. WORK EXPERIENCE TECHNICAL SUPPORT ENGINEER // 1/2023 - Present PROFILE Email:-Phone:- Address: Ho Chi Minh, Vietnam iTechwx Vietnam Information Technology Service - Business Process Outsourcing for Microsoft + Provide technical support and solutions related to O365 products for the customer + Use standard processes, implement existing diagnostic methods, solutions/workarounds to effectively deal with customer and technical issues to achieve problem resolution and customer satisfaction. + Clarify customer issues via email, chat, and outboud calls + Drive survey from the customer KEY SKILLS + Maintain customer satisfaction at the agreed service level Effective managerial skills Interpersonal and teamwork Problem solving and customer service skill TECHNICAL SUPPORT SPECIALIST // 3/2021 - 7/2022 SCICOM (MSC) BHD – Xiaomi project Communication and organization Time management and attention to detail Analytical and research skill SKILLS + Work on Xiaomi project, provide technical support on Android system, MIUI, mobile app; support of app/system features regarding mobile and IOT smart products. + Manage escalations and work closely with the technical and development teams to ensure new products, updates and system work properly and fix unexpected issues in time for customers. + Be responsible for effective communication with customers, providing updates on progress and addressing concerns in a timely and professional manner, take feedback and information from customers, and log all relevant information Language English: advance into applicable CRM platforms. + Engage customers through various support channels, including inbound and outbound voice, email, and chat, to provide assistance with product general enquiries, presales service, aftersales support, and technical support. Chinese: Intermediate Computer Word, Excel, PowerPoint: advance INTERESTS Travelling and gardening FINANCIAL ADVISOR // 12/2019 - 3/2021 Manulife Vietnam (Vietnam) + Keep up-to-date with insurance industry trends and regulations to provide accurate information to clients. + Develop and maintain relationships with clients, providing professional advice and offer suitable insurance solutions to clients, meet sales targets and ensure customer satisfaction. VENDOR RELATIONSHIP MANAGER // 9/2017 - 11/2019 CMC Technology and Solution Company Limited + Be responsible for managing partnerships with Cisco, Microsoft, HPE, Salesforce to ensure alignment with strategic direction and workforce planning. + Work with sales and marketing to maintain relationships with valued clients, initiate new relationships, negotiate deals, establish strong networks with the industry specialists, and source new clients. + Collaborate with marketing and other professionals to coordinate brand awareness and marketing efforts. + Facilitate outward communication to vendors to promote understanding and awareness of organizational strategic direction, changes, and challenges. PROGRAM LEAD – CISCO PROJECT // 1/2013 - 7/2017 Infosys Technologies (China) Co., Ltd + Handle inquiries and cases related to each program and provide one-stop help desk support for Channel relevant tools. + Manage Cisco Opportunity Incentive Program, Solution Incentive Program, Teaming Incentive Program and Distribution program. + Assist Program manager and act as back up, including case escalation and research related to the program. + Escalate complex cases to the Program manager, work closely with the Program Manager to ensure that all cases are resolved in a timely and efficient manner and make customers satisfied with the outcome. + Analyze and monitor Channel related tools, policies, processes, perform data analysis and provide enhancement ideas. Achievements: + Star of the month + Top 3 Performer Award + Individual Extra Miler Award ASSISTANT MANAGER // 10/2009 - 12/2012 France Vietnam Architecture Company + Serve as the primary HR point of contact for directors and employees, addressing inquiries and administrative issues. + Maintain all relevant applicant and interview data in the Human Resources Library. + Assist in performing reference and background checks for potential employees. + Manage company events and social functions, schedule meeting rooms, and assume other duties as assigned by the Board of Directors. SUPERVISOR // 7/2008 - 9/2009 SAS-CTAMAD Co., Ltd + Organize workflow and ensure that employees understand their duties. + Report to Shift manager and Operation manager when required. + Monitor staff productivity and performance, providing constructive feedback and coaching. + Handle complaints from customers and staff. TEAM LEADER // 10/2006 - 8/2007 SAS-CTAMAD Co., Ltd + Receive customer complaints and resolve the problems. + Assign works to subordinates and do other works assigned by supervisor. EDUCATION ENGLISH // 2002 - 2004 Hanoi tourism and commercial college CHINESE // 2004 - 2009 PHUONG DONG UNIVERSITY CHINESE // 2007 - 2008 Guangxi Normal University (Guilin – Guangxi)